We know that sometimes things can go wrong and we really value your feedback. Letting us know when you are unhappy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers.
Our promise is to:
● Treat your complaint fairly.
● Try to resolve complaints when you first contact us.
● If we cannot resolve your complaint straight away, we will send you a response in writing.
● Keep you informed of our progress.
● Learn from our mistakes to make things better.
You can raise a complaint to us by either:
We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timescale of eight weeks – however if we have not been able to resolve your complaint within four weeks, we’ll write to you and let you know why.
Should you have any further concerns or information relating to your complaint, please use the contact details provided on the letter to contact us directly, either by phone or letter, so that we can fully address your complaint.
We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair.
